As a build on the Conversations Awaiting Reply widget described above, here are the steps to add the Responses Times widget.
1) The TAR widget answers the question "Do I need to re-architect my workflow to get ahead of this policy change. Think of this as "Step 1." Simply, it shows how many times in the recent past (in the example I used the prior year) have we exceeded the timing window now allowed? If the answer is "zero" that's great: keep doing what you're doing. But if the answer is "regularly...." then a workflow review is in order.
2) The CAR widget is "Step 2" -- assuming the team has decent performance the CAR widget will show you in real-time if posts are in danger of exceeding the reply window: with that information, a decision can be made to reply "now" or simply close the post.
Following are four screens that show the setup of the Smartview and widgets for the TAR (Step 1) widget view. Setting up the CAR widget is identical, except of course you choose the "Conversations Awaiting Response" widget rather than the "Response Times" widget.
Screen 1: Build the SmartView to isolate FB PMs:
Screen 2: Build the FB PM Widget
Step 3: View the FB PM Widget, and review past performance.
Step 4: If problem responses exist, drill-in to review and determine corrective steps needed, if any.
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If the Care account was in Response, the user will remain; the seat will be released. When running future Agent Activity reports you can select "show disabled" or "hide disabled." Recommended is "Show" since hiding effectively "changes history." In other words, if you team answered 100 posts yesterday, and Bob did ten of those, and then you remove Bob today, hiding Bob will report 90 posts *yesterday.* Showing Bob will shows yesterday's work as it really happened (100 posts.)
In both cases, Bob's seat is now free for another (new) agent to use.
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Interested in learning more about how Messaging is transforming digital care? Of course you are! I warmly welcome you to join us for a 30 minute webcast coming up on Thursday 11/29 at noon Central. I will be co-presenting alongside my friend and colleague @AdamCo. We’ll be sharing information on utilizing Messaging to engage with your customers, as well as a quick demo of Lithium’s Brand Messenger. Sign up today!
Join us to learn:
How the evolution of consumer behavior is impacting the brand-consumer relationship
Why brand-owned messaging is a critical component of digital-first customer care
How brand-owned messaging across websites, apps and communities can benefit you and your customers
Here’s all the details:
When: Thursday November 29 at 12pm CT
What: Modernize your Digital Care Strategy with Messaging
Where: Registration link
See you there!
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AIR TRANSPORT: SURVIVING THE NEXT DECADE
Author: Dave Evans (@DaveEv) , Lithium VP, Social Strategy, Travel & Hospitality
Over the next ten years, a host of digital-first players along with online existing travel aggregators, travel service platforms, mobile apps and meta-search engines will significantly disrupt the industry. The ability to maintain control over passenger experience from consideration and booking to travel itself and the post-travel experience will seriously undermine your chances of locking in repeat customers. The pressure is on for airlines to compete and survive.
Survival depends on maintaining passenger loyalty in the face of this challenge. And loyalty is hard to come by, and even harder to retain – a Nielsen report shows that after one bad experience, 71 percent of British adults say they would switch to a different airline. 3
Travelers are pressed for time and, as a result, frustration and anxiety often run high. If an airline cannot provide fast, responsive, accurate answers the moment a traveler needs them, then they’ll upset an already unhappy customer and likely further damage the relationship. Looking at our own customer data across leading global brands, there is a clear evidence that quicker response times to social inquires results in a higher likelihood of positive sentiment conversation during the interaction. Conversely, this means that if anything goes wrong that results in agents being overwhelmed by incoming social posts you can expect a marked decrease in customer happiness. Ouch.
Add to that the fact that almost all of these complaints are taking place on public-facing channels: travelers are interacting in real time, with real problems, and the threat of going viral is never more than a Tweet away. One bad interaction can lead to an angry reaction that will have a significant ripple effect, damaging the brand for months and years to come. To sustain customer satisfaction and prevent against these social media crises, airlines are on the line to deliver satisfying — if not amazing — digital customer experiences via both social and digital channels. But, as we’ve seen time and again, this is proving to be incredibly difficult. Why?
Most social media management (SMM) products weren’t built with the scale and logistical complexity of an airline in mind – thousands of questions pouring in from different channels, from different countries and time zones, all of which need to be routed to the right person with the right answer. And quickly. In fact, most SMM products don’t even tie in to the airline’s larger customer databases, which would let the airline quickly see whether the person tweeting at them is a rewards member or has flown with the airline recently. Like many industries, airlines often have the various components of a good social/digital function – but siloes within the organization (between customer service, ground and in-flight operations, reservations sales, etc.) can lead to challenges in responding quickly and nimbly.
For example, in a crisis caused by delayed flights it can be incredibly helpful to have a community of customers you can call upon to assist in responding to basic questions, so that customer service agents can focus on resolving issues that involve a customer’s personally identifiable information. But without an integrated community and automated routing in your social customer service platform, it won’t happen and that’s a massive missed opportunity. Without an automatic way to scale and provide a seamless experience to the traveler, airlines will not be able to compete effectively against competitors born in the digital age.
One word of caution: if you think that bots are the answer to scaling customer service, think again. While a good social media management platform will have the APIs to incorporate bots, you take a huge risk if you try to replace humans with bots. During a customer’s crisis, they want and need a human to interact with. Bots may be able to automatically route interactions and address basic questions, but they cannot replace the value of an empathetic human being on the other end of the tweet.
Empowering your social customer care with a solution that is designed with customer experience in mind positions you to draw on every resource at your disposal (your customers, agents, experts, and community advocates) to provide fast, easy and accurate customer service.
With airline traffic continuing to double every 15 years 1 , the predominance of travelers booking via mobile (expected to be 80 percent by 2019 2 ), and the growing trend toward travel industry revenue growth happening online 5 , airlines who optimize their ability to create amazing digital customer experiences for customers now will be able to stay ahead (and stay alive) during the next decade.
This article was originally featured on Engage Customer on January 22nd, 2018.
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Successful social media is a marketing mandate for business today. It requires a campaign with a customer-first mindset that ignites conversations and amplifies reach. That includes compelling content strategies, traffic baselines, data analysis, a thorough knowledge of digital touchpoints, and relevant content that is in the moment. To be successful, the whole organization must be involved and engaged from top to bottom.
Successful media is nimble, scalable, holistic, and responsive. It maintains customer loyalty because it is never tone-deaf. It is fully engaged and prepared for the unexpected.
Want to learn essential tips for how to create successful social media campaigns? Lithium and Digital Marketing Depot presented a joint webcast on this topic and Digital Marketing Depot is presenting it in this whitepaper to help you take this info and make it actionable in your organization.
Download this whitepaper to:
Get 7 actionable tips to drive social engagement
Understand why social crisis planning is imperative
Learn how to create compelling content
Download your copy today!
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